Your Business is Important to us: Really?

“Your business is very important to us; a team member will be with you shortly.” That pleasant, recorded voice has now repeated the message for the fifth time and you’ve now been on hold for 7 minutes (maybe longer).

Then you have the “Your call is very important to us.” You’ve heard those words more often than you care to remember. Then the automated attendant asks for your account number and sometimes the last four digits of your social. When you finally reach a human being, they ask again for your account number and social digits. Well, wait a minute, didn’t you already provide that information?

Of course, while you remain on hold, they add in phrases like: “One of our team members will be with you shortly, please hold.”

After a few more minutes: “You’re next in the que, please hold, your call is important to us.”

Isn’t it amazing how you can be so very important to them, yet they demonstrate your importance by keeping you on hold for more than a reasonable amount of time. There are also times when you’ve held on all that time only to be disconnected.

Probably the two most annoying events are when you get to a person, and she tells you she is going off shift and will connect you with someone else who can help you—“Nooooooo!” But too late, you’re on hold again. Or you get to some guy who after hearing what you need, says, “You have reached the wrong department. Let me switch you over.” Sharp brain pain.

So, why are we bringing up this topic?

Here at Beacon Industrial Services, we as individuals have personally experienced the nuisance and frustration of these kinds of customer service phone calls. We don’t like it happening to us and we will not let it happen to you. Understanding all that wasted time and stress, there is no way we will let that happen to our customers. Service, in our view, means far more than doing an excellent industrial cleaning job. It involves every single touch-point that makes contact with the customer. That has been one of the many factors that our customer base has enjoyed. We can do the same for you.